Bt Line & Virgin BB Problems

Mrs_justjohn

I know this technically isn't money saving advice I need, but if I don't get my online business back up and running then I soon will need money saving advice!!

I am unable to access some websites (google is one of them). The ones I can access are extremely slow (like wading through treacle).

Long story short....

Contacted Virgin they tried a ping / trace test and diagnosed a fault. Told me to call BT for a line test.

Contacted BT. They tried to test the line 3 times but said they were not getting a result of the tests? Advised to wait to see if Openreach could get the results? Waited with no response so called BT again and they stated that an engineer at the exchange said the line was fine. Told me to contact Virgin.

Contacted Virgin (again) and they state they 'think' my line has been restricted to a speed of 135 due to an intermittent fault and I have to wait a couple of days to see if it rights itself.

Now firstly would a restriction of 135 actually STOP me getting certain sites? Secondly why do I have to wait, if the restriction is due to a fault why isn't someone trying to sort the fault so the restriction can be lifted?

We have 5 PC's here (3 wirless and 2 wired), some have anti virus and some don't, some are on IE and some are on Google Chrome. We have the same problem on ALL machines. We have plugged directly into the main test socket and we have tried two different routers. Is there anything else anyone can think of to try?

Anyone had problems of this sort before?

GunJack

As you're on an IPStream connection (i.e. bt line andd bt kit in the exchange) you are subject to the bt Dynamic Line Management (DLM) system. This will indeed reduce your line speed whilst it sees a fault condition, and it can take 3 days or so to increase it again after it sees the line being stable for a period of time. However, sometimes the line profile gets stuck at these low retes, and you may ned to call VM for a line profile reset to get it back up again....

closed

http://www.dns-ok.us/

what connection speed does your router say, and what speed do you get on a speed tester site. Is your phone line noisy? Do you have extensions? Do you have filters everywhere? Have you at any point had 2 routers plugged in at the same time? Have you tried leaving the router off for a few hours?

BT always say the line is fine.

Check for malware on all your machines.

http://support.kaspersky.com/faq/?qid=208283363

http://www.filehippo.com/download_avast_antivirus/

http://www.filehippo.com/download_malwarebytes_anti_malware/

robmar0se

This may be a silly question, but can we assume that you have re-synced your router (turn it off, wait, and turn on again)?

If you do a speedtest http://diagnostics.bt.com/speedtest/

I would also do the test with a different router/microfilter just to eliminate those components. PS I see that you already have done this!!

If the speed you get is rubbish (and assuming you're not miles from the exchange), get Virgin to arrange for the line to be re-calibrated, if after this you will need to speak to whomever you pay for the landline to get it properly checked - often find that BT's internal tests are not infallible, they need to check it from your end too.

We have had this problem a couple of time, one was due to degraded overhead copper wire (replaced), secondly another fault was due to water seaping into the underground cables. In both cases BT's internal tests showed no fault!

Mrs_justjohn

Thank you for all who replied and I am sorry for the delayed update but we eventually lost all internet connection for 10 days!!

In that 10 days we did more reserach into this problem and it transpired that our whole village were affected !! Everyone had EXACTLY the same problems down to which websites they could and couldn't connect to...ie. Everyone could get onto AMazon but no one could get to their own Amazon shopping basket. Everyone could get to the Santander site but if you tried the 'apply for a loan' link the page just hung...etc.. etc...

AND ...Everyone in the village lost their connection for 10 days...

AND guess what - BT said the preoblem wasn't regional and there were no faults on any of the lies..>PMSL!!!

Eventually we went to the local news and BT press dept said they had only had 2 complaints and both had been rectified. I know that at least 10 people had called their ISP's!! But conveniently BT were not counting those - they only counted the complaints where they supplied the BB....LOL

Anyhow, about a week ago we were told that BT wanted to check our equipment in the house (despite the whole village being down) but whilst we were waiting on our appointment it suddenly started working again. I saw little point in letting the engineer come so we cancelled him although now we are none the wiser as to what was done!